26 Oct Practice Test Question-Vendor Agreements
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Which one of the following types of agreements is the most formal document that contains expectations about availability and other performance parameters between a service provider and a customer?
A. Service-Level Agreement (SLA)
B. Operational-Level Agreement (OLA)
C. Memorandum of Understanding (MOU)
D. Statement of Work (SOW)
Correct Answer: A
An MOU may cover the same items mentioned but is not a formal document. An OLA is between internal service organizations and does not involve customers.The service-level agreement (SLA) is between a service provider and a customer and documents in a formal manner expectations around availability, performance, and other parameters. An SOW is an addendum to a contract describing work to be performed.
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